民航英语口语.docx

民航服务英语口语CONVERSATIONALENGLISHFORAIRLINE PASSENGERSERVICECall-center2008.8编ContentsUnit One Flight Information(航班问询)3 Lesson One Flight Information(航班问询)3 Lesson Two Travel Inquiry(航空旅游问询)5 Lesson Three Documents(旅行文件)6 Lesson Four Direct and Connecting Flights(直达航班与联程航班)8Unit Two Airline Reservations(订票)9 Lesson One Reservations(订票)9 Lesson Two Onward Reservations(订续程票)10 Lesson Three Reservation Change(订票改变)12 Lesson Four Delay and Cancellation(延误与取消)13 Lesson Five Standby(候补)14Unit Three Ticketing and Fares(出票与票价)16 Lesson One Ticketing(出票)16 Lesson Two Fares and Means of Payments(票价与支付方式)17 Lesson Three Lost Ticket and Refund(机票遗失与退票)18Unit Four Reconfirmation(再证实)19Unit Five Check In(办理登机手续)20 Lesson One Normal Check-in(办理登机手续)20 Lesson Two Ticket and Passport(机票与护照)22 Lesson Three Seat Preference and Baggage(座位选扫与行李)23 Lesson Four At the Check-in Counter(在行李交运柜台)24Unit Six At the Information Counter(在问询处)25 Lesson One Passenger List(旅客舱单)25 Lesson Two At the Information Counter(在问询处)26Unit Seven Arrivals(到达)28 Lesson One Transit Passengers(过境旅客)28 Lesson Two Baggage Handling(行李处理)29Unit Eight Hotel and Ground Transportation(旅馆与地面交通)30 Lesson One Hotel(旅馆)30 Lesson Two Ground Transportation(地面交通)31Unit Nine A Charter Flight(包机)33Unit One Flight InformationLesson OneFlight InformationNotes1. How are you doing? 你好吗？这是一句问候语。类似的句子还有：How are you getting on ?How are you keeping?How are things with you?2. ve had my hands full lately. 最近我很忙。3. Were up to our eyes in it. 我们一直忙于订票售票。4. Most of them are for general information 大多数的来电是询问一般情况5. passengers with complaints against the airlines对航空公司不满的旅客6. identity cards 身份证7. health certificate 健康证明8. I really mean it. 我是当真的。9. Airlines must have a definite time to allow passengers to pick out the flights. 航空公司肯定有一限定的时间，让旅客选择航班。10. fist class and economy class 头等舱与普通舱。航空服务等级常用一字母来代替。如：fist class 头等舱Yeconomy class 普通舱Cbusiness class 公务舱（价格与服务标准介于头等舱与普通舱之间）Kbudget class 计划经济舱（中国民航优惠给出国留学人员，价格比普通舱便宜）11. That is 也就是说，即;有时略写成i.e.12. class of service 服务等级13. The ticket agent is able to figure out the face only after the passenger tells him the exact class of service he intends to travel. 旅客把自己要求乘坐的确切的服务等级告诉售票员后，售票员才能计算出票价。14. an ever-growing fleet 一支日益壮大的机队15. These sophisticated aircraft break travel barriers by flying faster and further non-stop. 这些装备精良的飞机靠飞得更快、直达距离更远的优势，从而突破了航空旅游上的障碍。16. Aboard our airline you are sure of the safety and comfort and you can enjoy the genuine warmth and charm that only our airline offers. 乘坐本航空公司，保证您安全、舒适。您会感受到只有本航空公司给予旅客真挚的温馨和迷人的魅力。17. Come, come, thats all of your ad. 得了，得了。别做广告了。come 用来表示提醒、不耐烦等。如：come, John, dont be so cross. 行了，约翰，别发脾气了。18. the International Air Transport Association(IATA) 国际航空运输协会19. alteration in schedule 计划改变20. you can transfer a full-fare ticket issued by an I.A.T.A. member to any other member airline. 您可以把国际航空运输协会会员公司开给您的全额票价，转到其它任何一家该协会会员的航空公司中使用。Useful Expressions1. Its time for sb. to do sth. 某人该做某事。Its time for passengers to board the plane. 旅客该登机了。Its my intention to obtain an airline brochure. 我想要一本航空公司的小册子。2. You need to do , otherwise 你该做 ，否则You need to go to buy the tickets; otherwise it would automatically be cancelled. 您必须去购票。否则，订票会自动取消。Wed better make inquiries about the flight schedule, or we can not decide the date of leaving. 最好了解一下航班的时刻表。否则我们无法决定启程的日期。3. Peter prefers to go to the airport by limousine rather than by taxi. 彼得宁愿坐班车去机场，而不愿坐出租车去。4. Peter prefers limousine to taxi. 彼得喜欢坐班车而不喜欢坐出租车。5. to have ones hands full 忙碌6. be up to ones eyes in works 忙于工作7. be busy with 忙于8. the peak season for traveling 旅游高峰季节9. a high time for harvesting 正值收获时刻10. a rush hour 上下班高峰时间11. to do sth. by hand 手工操作12. to make reservation(in advance/before hand) (预)订票13. to book tickets 订票14. booking office/airline ticket office 航空公司售票处15. to deal with/cope with/ handle 处理16. to figure out 计算出17. to inform/ advise sb. of sth. 通知某人某事18. to let sb. know 告知某人19. fist class/business class/ economy class 头等舱/公务舱/普通舱20. class of service 服务等级21. to go (fly, travel) economy 坐普通舱 to issue a ticket 开票Lesson TwoTravel InquiryNotes1. Flight MU915 MU915 航班各航空公司都有各自的二字代码（Airline codes）我国航空公司的二字代码如下：CAAir China 中国国际航空公司CZChina Southern Airlines 中国南方航空公司MUChina Eastern Airlines 中国东方航空公司2. 9：40 a.m. 上午九点四十分a.m. 上午 p.m. 下午3. the Shanghai-Osaka one-way fare is . 上海至大阪的单程票价为.4. Please feel free to ask your stewardess for whatever you need. 需要什么，尽管向乘务员提出来。5. the weight allowance and charges for overweight 免费行李限额及逾重行李费用6. free baggage allowance 免费行李限额7. the excess baggage charge 逾重行李费用8. one percent of applicable first class one-way fare 相应头等舱单程票价的百分之一9. unaccompanied baggage 无人陪伴行李（也称非同机臷运行李，价格较便宜。海关称之为分运行李）10. the cargo rate 运价11. the customs broker 海关服务人员12. mixed travel 水陆空几种交通工具相结合的旅游13. I suggest that you drop in at one of Shanghai Travel Services 我建议你到上海某家旅行社去看看14. It all depends 视情况而定。Useful Expressions1. Id like some information about your service to Osaka. 我想了解一下去大阪的航班情况。2. Id like to know the Shanghai-Osaka one-way fare. 我想知道上海至大阪的单程票价是多少？Would you like some duty-free items 你想买些免税商品吗？Would you like to buy a ticket now? 你想现在购票吗？3. How long does the flight take? 航班飞行需要多长时间？It takes(me) about 3 hours to go from Shanghai to Osaka by air. 从上海坐飞机至大阪需要三小时。She spent a few minutes explaining the air rule to the traveler. 她花了几分钟的，向旅客解释了航空规则。Its an hours ride from the city terminal to the airport. 从市区集散站至机场，坐车需要一小时。4. Please feel free to ask your stewardess for help. 请随时随地向乘务员寻求帮助。5. Could you tell us something about the weight allowance? 你能和我们说一下有关行李重量的限额，好吗？6. Would you please show me the way to the check-in counter? 请告诉我，到交运行李柜台怎么走？7. to request special arrangements 请求特殊安排8. to request a reservation 申请订座9. to inquire of an agent about the flight 向服务员了解航班情况10. to inquire for an airline timetable 询问有没有航班时刻表11. the weight allowance 行李重量限额12. the free baggage allowance 免费行李限额13. over the weight limit 超越行李重量限额14. excess baggage charge / charge for overweight 逾重行李费15. service charge （服务）手续费16. first class fare 头等舱票价17. one-way fare 单程票价 bus fare 公共汽车票价18. half fare 半票 full fare 全票19. cancellation fee （退票）手续费 a membership fee 会费20. a tuition fee 学费 cargo rate (货)运价21. passenger service agent客运服务员 cargo agent 货运服务人员 22. traffic agent 运输服务人员 baby necessities 婴儿必须品23. bassinet 婴儿谣篮 baby carriage 婴儿车 disposable diapers 一次性尿布24. the flying time 飞行时间 the flight time 航班时间25. drop in/stop in 顺便拜访 to decide the date 决定日期26. Shanghai Travel Services 上海旅行社 A mixed travel 海陆空交通工具并用的旅游Lesson ThreeDocumentsNotes1. smallpox vaccination 接种天花疫苗2. cholera shot 霍乱疫苗注射3. an onward or return ticket 续程或回程票4. get inoculated against any diseases 注射疫苗，以预防疾病5. I recommend that you have that done immediately since its not effective until six days after inoculation. 我建议你马上去注射疫苗。因为注射后六天才能生效。有关传染病毒以及注射疫苗期限的说明：霍乱（Cholera） 急性肠道传染病。多发于热带地区，疫苗注射有效期六个月。初种六天后生效。六个月内种，当日生效。黄热病（Yellow Fever） 一种急性传染病。症状是突发高热、心跳迟缓、呕吐、黏膜出血。多见于南美洲和非洲。注射有效期一年。初种十日后生效。天花（Smallpox） 急性传染病。牛痘疫苗初种后八日、复种后当日起三年有效。疟疾（Malaria） 急性传染病。传染媒介是蚊子，症状是发冷发热。热后大量出汗、头痛、口渴、全身无力。Useful Expressions1. A cholera shot will be necessary if you pass through an infected area on your way to Europe. 如果你去欧洲，途经霍乱病毒传染区时，有必要注射霍乱疫苗。It will be necessary for you to have a cholera shot. 你有必要注射霍乱疫苗。I think it necessary for you to take a vaccination certificate with you. 我认为你有必要随身带上健康（注射）证明。2. We recommend the vaccinations during your trip. 我们建议你在旅途中做好传染病疫苗的注射。I recommend you to receive a cholera jab immediately. 我劝你马上去做霍乱疫苗注射。3. Its not effective until six days after inoculation. 注射六天后生效。4. You can stay there up to one month without a visa if you have an onward or return ticket. 如果持有续程和回程票，你用不着办签证便可在那待上一个月。5. travel documents 旅行证件6. passport 护照7. visa 签证entry visa 入境签证exit visa 出境签证transit visa 过境签证8. inoculation/vaccination certificate 接种证书（黄皮书）9. health document (certificate) 健康证明10. smallpox vaccination 天花疫苗接种11. cholera shot/jab 霍乱疫苗注射12. inoculation against cholera/yellow fever 注射预防霍乱/黄热病疫苗13. an infected area 霍乱病毒传染区域14. infectious disease 传染病15. onward ticket 续程票return/round-trip ticket 来回程票16. one-way ticket 单程票a three-day return 一张三天的回程票Lesson FourDirect and Connecting FlightNotes1. You may choose from the finest meals and a choice of wines or simply recline your luxurious seat and relax. 您可以挑选精美的食物以及各类名酒或者，干脆把舒适的航空椅折斜下来，躺着休息一下。2. the International Date Line 国际日期变更线3. but we can arrange a connection 但是，我们可以给您安排联程航班。4. the Boeing707 will take you there fresh and relaxed. 波音707会把您带至目的地，使您感到清新和舒适。Useful Expressions1. We have a scheduled flight that departs for New York twice a week. 去纽约的班机一周二次。It is a direct flight, departing from Shanghai at 16:00 and arriving at Los Angeles Airport at 12:00 这是直达航班。十六点从上海出发，十二点到达洛杉矶机场。We havent any direct flight to Addis Ababa from here, but we can arrange a connection. 从这儿至亚的斯亚贝巴，没有直达航班。但是，我们可以为您安排联程航班。2. Im planning to go to New York and come back to Tokyo by way of Honolulu. 我打算去纽约，然后途经檀香山返回东京。3. The Smiths will stop over in Tokyo, then go straight to Honolulu. 史密斯夫妇将在东京作一短暂逗留，然后坐飞机直达檀香山。4. I will go to New York, breaking my journey at San Francisco. 我将去纽约，在旧金山作中途分程。5. a direct/non-stop flight 直达航班6. a scheduled/regular flight 固定航班7. a daily/continuing/connecting flight 每日/续程/联程航班8. a transit flight 过境航班a charter flight 包航9. to take a brief stop at Shanghai 在上海作经停10. to stop over at/to layover at San Francisco 在旧金山中途分程11. to break ones journey at 中途下飞机（中途分程）12. to depart fromfor/to depart from and arrive at(in)/to leavefor离开至13. a time zone 时区14. a business(residence) zone 商业（住宅）区15. an economic development zone 经济发展区16. 8 hours ahead of Beijing 比北京早八小时17. ahead of schedule/time 提前18. in advance/beforehand 事先（预先）19. behind schedule 落后于预订计划20. Greenwich Mean Time (G.M.T.) 格林威治时Unit Two Airline ReservationsLesson OneReservationsNotes1. Ill need an economy ticket with an open return. 我要一张回程不定期的普通舱。航空旅行中，旅客买好票后，如果没有定妥座位是不能登机的。因此，购票后就要定座。座位定妥后，机票上就写上字样。如果座位没有订妥，客票上只写或字样。2. CEAChina Eastern Airlines3. check in 登机手续4. Ill find out whats available. 我車一下有哪些航班。5. The flight is fully booked. 航班全订满了。6. I think Ill take the flight as you recommend. 我想我会乘坐你所推荐的航班。7. C for Charlie, R for Roger C是Charlie首字母C，R是Roger首字母的R8. a single ticket 单程票Useful Expressions1. Id like to make a reservation on Flight MU983 to Los Angeles for next Friday.我想订一张下周五，东航983航班去洛杉矶的票。Book me two economy class seats on JAL Flight104 to Hong Kong. 给我订两张日航104去香港班机的普通舱票。Id like to make sure that my plane reservation is in order. 我想确定一下我的订票是否办妥。want a first class open return, please. 我要一张回程不定期的头等舱票。2. The flight you want to take is fully booked. 你要的航班已订满了。Im sorry were all booked up for the flight 802.对不起，802航班都已经订满了。3. We have two flights to San Francisco, one direct and one via Tokyo. 去旧金山有两次航班，一次直达，一次途经东京。4. Let me see whether therere seats available on that flight.我查一下，该航班是否有空座。 5. Ill take the 10:30 flight on Monday. 我就坐星期一十点三十分的班机。6. I cant go by the morning flight. 我不能坐上午的班机走。7. to make a reservation 订票8. to make three economy class reservations 订三张普通舱票9. to make a reservation to Los Angeles for next Friday 订一张下周五去洛杉矶的票。10. to reserve a seat on Flight CA981 for October 8th 订一张十月八日CA981航班的票。11. to confirm a flight reservation 证实航班订座12. to book tickets 订票13. to book a flight to 订一张去航班票14. to book two economy class seats for a flight to 订两张去航班的普通舱票15. to book sb. on Flight给某人订航班票16. to book sb. a seat on Flight给某人订航班票（or: sb. is booked on Flight）17. to make a reservation in advance(beforehand) 预订（机票）18. to check-in 登机手续19. check-in time 办理登机手续时间20. departure time 出发时间 take-off time 起飞时间 arrival time 到达时间21. the appointed time/the fixed time 规定时间/固定时间22. to reach sb. at 2580000 拨打2580000与某人联系23. to contact sb. by calling ( dialing) 2580000 拨打2580000与某人联系24. The flight is fully booked. 航班已订满。25. The seats have been occupied. 已无座位。26. No seats are available. 没有座位。27. The flight are full. 航班票已订满。28. The seats are completely reserved. 座位已订满。Lesson TwoOnward ReservationNotes1. onward reservation 订续程票有时旅客需要改变未使用部分（除始发站以外）的航程、承运的航空公司、客舱等级以及延长有效期等，（均为“自愿改变航程”）这样会引起客票改变和重新计算票价的问题。经原承运航空公司同意后，旅客须办理签转手续。2. Can you take care of the reservations for me? 你能为我办理订票吗？3. Ill request your reservations immediately. 我马上为您申请订座。联程航班定外航座位时，业务人员通过电子计算机，在订座记录上输入所选航班的申请，电脑中就会立刻办理。4. I made reservations on your flight which takes me as far as London. 我订了去伦敦的机票。 as far as London 一直到伦敦如：They walked as far as the airport. 他们一直步行到机场。5. TWA=Trans World Airlines （美）环球航空公司6. BA=British Airways 英国航空公司Useful Expressions1. I want to spend a couple of days in Chicago before going on to New York. 去纽约之前，我想在芝加哥待上一两天。2. The flight I booked takes me as far as Vancouver. Ive changed my plans and want to go on to Toronto. 我订的航班是到温哥华。我已改变计划，想继续旅行至多伦多。3. If you specify the date, Ill request a reservation. 如果你把日期确定下来，我会申请订座。4. Well cancel the San Francisco-New York portion of your ticket and reissue it for San Francisco-Chicago-New York. 我们会取消你票上旧金山至纽约的航段。重新开一张旧金山至芝加哥至纽约航段的机票。5. onward/onto reservation 订续程票6. a couple of days/a day or two 一两天7. several/a few days 几天8. to specify the date /to decide the date 确定日期9. trans-Atlantic route 横越大西洋航线10. trans-Pacific route 横越太平洋航线11. Trans World Airlines(TWA) (美)环球航空公司12. en route 在途中13. additional information 另外一些情况14. additional fare 附加费15. to cancel San Francisco-New York Portion and reissue the ticket for San FranciscoChicago-New York 取消旧金山至纽约的航段，重要开一张旧金山至芝加哥至纽约航段的票。16. to request reservations 申请订座17. to take care of reservations 负责定票18. （the fare）come to （票价）总计（money）add up to （钱）总共Lesson ThreeReservation ChangeNotes1. due to some clerical errors in our reservations system, we have six more reservations than we have seats on Flight CA957.由于我们在订票工作中出了一些差错，CA957航班多定了六张票。2. show up 到场3. We dont want anybody to be inconvenienced. 我们不想给带来不便。4. That wont do. 那不行。5. personal check 私人支票6. Can you schedule me for three days each in Bangkok and Djakarta? 你能为我在曼谷和雅加达各安排三天吗？7. revised fare 航程变更后的票价Useful Expressions1. I regret to say that the flight has been overbooked. 很抱歉，航班已超订了。Due to some clerical errors in our reservations system, we have three more reservations that we have seats on the flight. 因订票工作中的某些差错，该航班我们已多订了三张票。Wednesdays flight to Beijing is heavily booked. 星期三去北京的机票已订满了。2. Is it possible for you to change your reservation? 您可以改变一下订座吗？Can you change your reservation to a later flight?您可以改变一下订座，乘坐稍晚的航班吗？We are trying to request passengers to consider another flight. 我们正设法请旅客们考虑其它航班。3. Id like to change the Beijing-Shanghai reservation and reserve a seat to Guangzhou.我想把北京至上海的订座改为去广州。I want to have my original reservation changed so that I can go via Bangkok instead of Manila.我想改变原订座，这样我可以取道曼谷而不是马尼拉。4. Ive cancelled your Beijing-Shanghai reservation and confirmed a reservation on Flight CZ3116 for May 3rd. 我已经取消了北京至上海的订座，并为您订妥了五月三日CZ3116航班的座位。5. Ill confirm your reservations and then calculate your revised fare and reissue your ticket. 我会订妥您的座位，然后把变动的票价计算出来，重新为您开张票。6. international reservations section 国际订票处7. domestic reservations section 国内订票处8. baggage section 行李处9. due to a clerical error因工作中的差错10. to show up at the airport 到机场11. no-show 误机12. to change the reservation to another flight 改订另一架航班13. to cancel the reservation and confirm a reservation on another flight 取消原订座，改订另一架航班 overbook 超订oversell 超售14. to make three more reservations than we have seats on a flight 比原航班座位多订了三张票15. to request passengers to consider another flight 请求旅客们考虑另一架航班16. to persuade passengers to consider an alternative 劝说旅客想其它办法17. revised fare 航程变更后的票价18. a revised schedule 修订后的时刻表Lesson FourDelay and CancellationNotes1. delay and cancellation 延误与取消在民航业务中，航班的延误与取消时有发生。因航空公司临时取消航班、未按原班时刻飞行或衔接错失、未能提供已定妥的座位或改变客舱等级以及改航后在基因库地着陆等引起的一切变更，统称为“非自愿改变航程”，由此而产生的退款或赔偿等一些问题，航空公司应负责任。2.Weve been trying to reach you, but there was no answer at the number you gave us. 我们一直在设法与您取得联系。但是您的电话没人接。3.the estimated time for departure 预计出发时间the estimated time for arrival 预定到达时间4.theres a minor mechanical problem that must be dealt with before the plane can be cleared. 一处小小的机械故障必须在飞机出关前排除。5.I was going to be met at the airport. 有人会到机场来接我。6.Davidson Co. Hamburg office 戴维逊住汉堡办